一位不愿意戴口罩的顧客給店主留下了1星的評(píng)價(jià)，店主寫(xiě)下了一條微信回復(fù)

一位不愿意戴口罩的顧客給店主留下了1星的評(píng)價(jià)，店主寫(xiě)下了一條微信回復(fù)

Masks have been at the center of a lot of debates these days. And while the greater part of society sees them as life-savers as an abundance of scientific studies have shown they’re critical in fighting the coronavirus, some sceptics are still not convinced.

近來(lái)，口罩一直是許多爭(zhēng)論的焦點(diǎn)。隨著大量科學(xué)研究表明，他們?cè)诳箵艄跔畈《痉矫姘l(fā)揮了關(guān)鍵作用，社會(huì)的大部分人將他們視為救命者，但一些懷疑論者仍不信服。

Recently, a shop owner received a 1-star review from an infuriated customer who made it sound like it was the worst place on earth to shop. But the owner realized it was just the right thing to do and replied to the complaint by giving their side of the story.

最近，一位憤怒的顧客給一位店主打了1星的評(píng)價(jià)，這聽(tīng)起來(lái)像是地球上最不適合購(gòu)物的地方。但店主意識(shí)到這樣做是對(duì)的，于是就用自己的說(shuō)法來(lái)回應(yīng)了投訴。

“Writing a nasty review on every source you can find will not stop us from protecting what is important to us,” the owner stated in a mic-drop response. It soon became clear that the customer’s frustration came from the fact that they refused to wear a mask while in the store. But with the pandemic still scavenging around the globe, is wearing one really too much to ask?

“在你能找到的所有信息來(lái)源上寫(xiě)一篇惡毒的評(píng)論，并不會(huì)阻止我們保護(hù)對(duì)我們來(lái)說(shuō)重要的東西，”店主在mic-drop回復(fù)中說(shuō)。很明顯，顧客的沮喪來(lái)自于他們?cè)诘昀锞芙^戴口罩的事實(shí)。但在疫情仍在全球肆虐的情況下，佩戴口罩是否真的是個(gè)過(guò)份的要求?

The angry customer left the store a 1-star review for terrible customer service, but it soon turned out not everything was how it sounded

這位憤怒的顧客因?yàn)樵愀獾念櫩头?wù)給了商店1顆星的評(píng)價(jià)，但很快事實(shí)證明并不是一切都像聽(tīng)起來(lái)那樣

Image credits: Meru Bi (not the actual photo)

Because of the worldwide pandemic, many jurisdictions require individuals to wear face coverings in public spaces, including retail and food stores, and other businesses. But no business owner is ever safe from a customer who refuses to wear a mask, whether politely or aggressively.

由于全球大流行，許多司法管轄區(qū)要求個(gè)人在公共場(chǎng)所戴口罩，包括零售和食品商店以及其他企業(yè)。但如果顧客出于禮貌或咄咄逼人的態(tài)度拒絕戴口罩，沒(méi)有一個(gè)企業(yè)主是安全的。

So what should a business owner know in case they run into one? Well, first, one should know that The First Amendment to the U.S. Constitution protects an individual’s right to free speech from infringement by the U.S. Government—not a private business. That means that customers and employees have no constitutional free speech rights in a private business or workplace.

那么，萬(wàn)一遇到這種情況，企業(yè)主應(yīng)該知道些什么呢?首先，人們應(yīng)該知道，美國(guó)憲法第一修正案保護(hù)個(gè)人的言論自由權(quán)不受美國(guó)政府——而不是私人企業(yè)——的侵犯。這意味著顧客和雇員在私營(yíng)企業(yè)或工作場(chǎng)所沒(méi)有憲法規(guī)定的言論自由權(quán)利。

But the owner penned this mic-drop response and it all became very clear why the customer was so unhappy

但是店主寫(xiě)了這篇關(guān)于“mic-drop”的回復(fù)，這就很清楚為什么這位顧客這么不高興了

According to Jackson Lewis, a company that joins 950 attorneys throughout the U.S. and Puerto Rico who address every aspect of the employer-employee relationship, “A business need not accommodate someone if doing so would impede the business’s ability to safely provide its goods and services.”

杰克遜·劉易斯是一家公司，該公司在美國(guó)和波多黎各各地有950名律師，負(fù)責(zé)處理雇主與雇員關(guān)系的各個(gè)方面。劉易斯表示，“如果遷就某人會(huì)妨礙企業(yè)安全提供商品和服務(wù)的能力，企業(yè)就不需要遷就他。”

“In light of the CDC guidance, customers can be required to wear masks or other suitable face coverings (e.g., bandana, face shield, and the like) subject to applicable state and local ordinances mandating masks.” As a result, businesses indeed have a basis to not accommodate an unmasked customer as long as no-contact shopping alternatives are communicated to the customer where a disability is involved.

根據(jù)CDC的指導(dǎo)，可以要求客戶佩戴口罩或其他適合的面罩(如大手帕、面罩等)，這符合州和地方法規(guī)要求佩戴口罩。“因此，企業(yè)確實(shí)有理由不接待無(wú)面具的顧客，只要向涉及殘疾的顧客提供無(wú)接觸購(gòu)物方式。”

Image credits: Atoms (not the actual photo)

Encouraging in-store mask use before any incident happens is also one way to avoid a possible misunderstanding. Make sure to communicate your mask policy with very clear signage that includes both your business’s and your state’s face covering requirements. The less you leave for customers to decide upon themselves, the less questions you’ll have.

鼓勵(lì)在事故發(fā)生前到商店使用口罩也是避免可能產(chǎn)生誤解的一種方法。確保用非常清晰的標(biāo)志傳達(dá)您的口罩政策，包括您的企業(yè)和您所在州的面部遮蓋要求。你留給客戶自己決定的時(shí)間越少，你遇到的問(wèn)題就越少。